Heathrow, Edinburgh and Prestwick ‘need improvement’ in providing accessibility assistance – UK Times

London Heathrow airport “needs improvement” in the way it provides assistance to passengers with reduced mobility (PRMs), the regulator has said.

The UK’s busiest hub ranks lowest, alongside Edinburgh and Prestwick, according to a Civil Aviation Authority (CAA) report covering the year to March 2025.

Of the 28 airports covered, 11 are rated “very good” – including London Gatwick and Cardiff, which were both categorised a year ago as needing improvement.

Heathrow has faced repeated criticism from the BBC’s security correspondent, Frank Gardner, who uses a wheelchair. Earlier this month, after a British Airways flight from Singapore, he was kept waiting for 90 minutes after other passengers had left the aircraft from a remote stand at Terminal 5.

At the time, an airport spokesperson apologised and explained the wait was “due to the team responding to a medical emergency”.

The CAA says Heathrow “failed to assure the regulator that the data it provided on waiting time standards at Terminal 3 was an accurate reflection of the provision of service”.

In response, Javier Echave, Heathrow’s chief operating officer, said: “We want everyone to have a seamless experience at Heathrow and we have made significant strides in enhancing our assistance service since the last reporting period.

“I am encouraged that the CAA has stated that our service is high quality and meets their standards for very good in Terminals 2, 4 and 5, covering the vast majority of our passengers.

“I want to reassure passengers that Heathrow has a strong plan in place; we are investing in new equipment, introducing designated security lanes, and expanding support to help passengers with assistance needs travel more independently.”

Edinburgh, Scotland’s busiest airport, was marked down for failing to meet “the standards for the provision of assistance in a timely manner”. The CAA said this was “primarily due to operational issues caused by a change of contractor for its service provider earlier in the year”.

A spokesperson for Edinburgh Airport said: “As the CAA’s report states, this rating was given to the airport during a particularly challenging time for our PRM operation, due to a change of provider, staff shortages, and a surge in demand for the service.

“Our goal remains to return to and maintain a ‘good’ or ‘very good’ rating.”

Airports are assessed for waiting time, a “satisfaction survey” of users and “consultation with disabled individuals and organisations”.

Prestwick Airport, southwest of Glasgow, “failed to meet the standards to consult with disabled groups and individuals”. The CAA says the airport “has now committed to putting in place an access forum”.

A spokesperson for the airport said: “While we are naturally disappointed to have fallen in the ratings after maintaining top-tier status for six consecutive reports, we want to reassure passengers that this rating does not reflect operational issues, or the quality of assistance delivered on the ground.

“The downgrade related to engagement with specific accessibility and disability groups which we recognise is an important part of continuous improvement. We are actively working to address this and have already taken steps to strengthen these vital partnerships.

“Our focus remains on delivering a safe, respectful and dignified experience for all passengers.”

Among major UK airports, Belfast International, Luton and Newcastle are rated as “very good”.

The CAA shows the number of passengers requesting assistance is rocketing. In 2024, 5.5 million travellers asked for help – up 20 per cent on a year earlier.

Even when the growth in passenger numbers is taken into account, the increase is 12 per cent on 2023 and 41 per cent on 2019.

Aviation sources have told The Independent that there is some evidence that some passengers are “playing the system” by requesting assistance when it is not needed simply to ensure smoother progress through the airport – thereby stretching resources for travellers who are genuinely in need of care.

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